Senior Deployment Strategist

Rec Technologies•San Francisco, CA

3d•Onsite

About The Position

We are looking for a Sr Deployment Strategist to join our team. This role is a unique opportunity to be a part of the early Rec team and help define the operations, business strategy, and culture of the organization. You will work closely with best-in-class operations, sales, product, and engineering leaders across the company. You will primarily be responsible for managing everything it takes to make our largest and most complex enterprise-size city partners a success. This includes joining sales pursuits for enterprise clients as our implementation and product expert, leading implementations, and managing relationships with senior city officials. You will also act as a voice internally within the company advocating for the product and operational needs of our largest and most complex customers. This is a role for the client operations “athlete”, a voracious learner that wants exposure to all aspects of our B2B SaaS business and is relentlessly resourceful in achieving their goals. You should have experience managing senior clients and comfortable driving results across long term and complex projects. This is a strategic role and we will give you both the freedom and responsibility to become the domain expert trusted to make the right calls. However, this is also a hands-on early stage role where strategic insight comes from putting in the execution work yourself.

Requirements

7+ years working in Customer Success at a tech company or startup, at a top consulting firm or finance firm, or a combination of both.
2+ years experience managing clients at the enterprise level. Either large corporate or government clients
Strong client-services experience. You’re cool under pressure in front of senior client stakeholders and know how to manage key relationships
Strong communicator. You can crisply communicate actionable data-driven insights and pitch tailored solutions to solve customers’ problems
Strategic problem solver. You can break down ambiguous problems and apply a first principles approach to solving them
Exceptional project management skills. You can juggle multiple complex projects in flight and can reprioritize quickly
Entrepreneurial spirit and a high degree of drive, energy, and passion for creating and managing world-class operational processes
Scrappy and resourceful. When something needs to get done, you always find a way to make it happen.

Responsibilities

Onboard, retain, and grow customer accounts. You’ll lead the onboarding of new cities, manage relationships with existing partners, and strengthen customers’ engagements with Rec through renewals and expansion.
Own the customer relationship with cities, serving as a trusted advisor and partner to executive and senior leadership across various functions.
Build the customer success processes and playbook. Set the standard for an excellent customer experience and build the playbooks and processes to support this experience for your customers.
Synthesize, prioritize, and share learnings cross-functionally to shape product and business decisions. You’ll work closely with cross-functional partners, especially product and sales, to distill learnings from your experience with cities, clearly synthesize and prioritize those learnings, and work with internal stakeholders to translate them into targeted improvements. You’ll directly shape the product development and sales targeting processes.